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  • Posted in: Open Forum

    That makes total sense Matthew!! Thank you for helping clarify! ------------------------------ Drew Vance ------------------------------

  • Posted in: Open Forum

    Hi Drew, the way I understand if a call Enters the queue in one time interval but isn't cleared (e.g. accepted or diverted) during that same time interval it will then be counted again in the next time interval. New in Queue only counts items if they ...

  • Posted in: Open Forum

    Hi everyone, Need help understand a report. Please see attached photo of the analytics page in question. Report: Queue Interactions Summary Background Info: In this report I am looking at our voicemail queue summary. New in Queue: How is this ...

  • Posted in: Open Forum

    I will only reply with what I have been told hoping that someone has a better answer. in 8x8 is a contact like any other contact and based on your configuration, the oldest contact will be delivered to the next available person. So if you have a large ...

  • Posted in: Open Forum

    Our supervisors triage emails by looking at the unassigned/in queue emails and move them to the correct queue or assign for immediate attention where necessary. However, when looking at the case search at all cases, it is not possible to see the queue ...